brihan mumbai electric supply & transport undertaking (of ... · supari baug 24114242,...

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Brihan Mumbai Electric Supply & Transport Undertaking (Of the Municipal Corporation of Greater Mumbai)

"Procedures for Redressal Of Consumer Grievences"

As per Section 3.3 of Maharashtra ElectricIty Regulatory Commission (Consumer Grievance Redressal Forum & Ombudsman ) Regulations, 2006 we are publishing herewith the rules and procedures for redressal of grievances

Procedure for redressal of consumer grievance is given below :

1.0 Supply Related Complaints. (24 Hrs Fuse Centres)

General Requirements :

For any supply related grievances like Fuse Blown (No Supply) / Burnt Meter / Shock / Fire / Building Collapse / Water Falling on service position / Voltage fluctuations etc, the consumers shall lodge the complaints in the respective Fuse Control Centres of their area. (List attached - Annexure ‘A’) by providing the following details.

1. Bill No./ Meter No./ Installation No - (Any one of ) 2. Telephone no.(s), 3. Address and nearest landmark 4. Brief description of the complaint.

Procedure for Redressal :

a) After lodging the complaint, BEST's Fuse-man will inspect the site and in most cases restore the supply. In case of faulty or burnt meter, he will consult the concerned officers and will replace the same either from local fuse centers or from a centralized location. The fuse-man will request the consumer to give an Undertaking on a standard form which is available with him agreeing to make the payment of burnt meter charges through the subsequent electricity bills and also for amendment of electricity bills if necessary.

b) In case of Shock / Fire / Building Collapse / Water Falling on service

position, the supply to the entire building will be disconnected either by Fire Brigade or by BEST personnel whoever is reaching the site first. The supply will be restored only after the installation is set right by the consumer through Licensed Electrical Contractor by submitting test report

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of installation stating that installation is healthy and permission from Electrical Inspector / Fire Brigade is submitted wherever necessary.

c) In case of interruptions of supply such as (supply is not available to service)

partial area off & area off supply, the consumer shall lodge the complaint with the Fault Control/ System control directly (Pl. refer Annexure ‘B’).

d) In case of area off supply or off supply to High Voltage consumer the

consumer shall contact the Supervisory/ System control directly (Pl. refer Annexure ‘C’).

2.0 Billing Complaints :-


For all billing complaints such as High Consumption, Stopped Meter, Change in Name and Address, Disconnection of meter of vacant premises, Reconnection of supply, Refund of Security Deposit etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure A) by providing the following details :-

1. Bill No. 2. Telephone No. 3. Address 4. Details of the complaint


a) On receipt of the complaint and its scrutiny, if it is found necessary,

inspection and site testing of the meter will be carried out. If the meter is found stopped or defective, the meter will be replaced after obtaining Undertaking from the consumer, agreeing to pay the amended bills issued subsequently as per rules in force.

b) For Change of Name and correction in address, consumers will have to

submit the duly completed Change of Name form along with prescribed fees, documentary evidence in concerned Customer Care Ward. Necessary Security Deposit equivalent to one billing cycle electricity consumption will also have to be paid. Changes effected from subsequent bills after due verification on site.

c) For refund of Security Deposit the consumer is required to surrender the

original receipts duly discharged in concerned Customer Care Ward along with an application for refund of security deposit along with one cancelled cheque of the bank account in which the consumer desire to get refund to be deposited . After following due procedure security deposit amount after

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adjusting electricity dues, if any, will be deposited in his bank account through ECS and he will be informed accordingly (Pl. refer Annexure ‘D’).

3.0 Complaints about obtaining supply:


For all complaints about obtaining supply in case of New Connections, Additional load, Shifting of service cable, shifting of meter on nearest service position, Reconnection / Disconnection, Temporary supply etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure D) by providing the following details :-

1. Details of requisition no. and date 2. Description of the complaint

Procedure for Redressal : a) Generally the electric supply will be connected within one month from the

receipt of completed application in normal circumstances in case of New Connection, Additional load, Reconnection, Temporary supply etc.

b) The cases requiring extension of Distribution Mains, Laying of new service

and Commissioning of new Sub Station/s, the supply will be provided immediately after obtaining statutory permissions and execution of the jobs.

4.0 General Complaints :


For all the complaints of the consumers about other departments of BEST such as Vigilance Department, Operation & Maintenance Department, Erection Department, Street Lighting Department, Energy Audit Department etc, the consumer shall lodge the complaint with the Complaint Officer of Customer Care Ward of respective areas. (List attached - Annexure A) by providing the following details :-

1. Name and address of complainant 2. Telephone No. 3. Description of the complaint 4. Bill No. / Installation No. / Meter No. - if any

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In case of complaints about theft of electric supply / tampering of meter and complaints related to other departments of BEST, the same will be forwarded by the Complaint Officer to the respective departments and the complainant will be informed accordingly.

5.0 Format and Time Schedule:

In order to expedite the disposal of complaint, the consumer shall lodge the complaint in the format enclosed in Annexure C along with supporting documents to The Asst. Adm. Officer of IGR Cell, Customer Care Ward,and within one month of the cause of the complaint.

Note :

The Consumer may represent his grievances before Consumer Grievances Redressal Forum by filling Schedule ‘A’ form (Six (6) no. of sets) if they are not satisfied with remedy provided by IGRC or no remedy provided by IGRC within a period of two months from the date of submission of Annexure ‘C’ form.

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List of Fuse Control to be contacted

Ward

Fuse Control Telephone

Number

Supply related

complaints

A Colaba

22156748,

22156749,

22184242

B Masjid 23474242,

23454297

C Pathakwadi

22084242,

22066351,

22084243

D Tardeo

23094242,

23099686,

23018169

E

F/S

F/N Dadar

24124242,

24123162,

24124993

G/S Worli24954242,

24953363

G/N Mahim24444242,

24161634,

24314242

b) Burnt meter, shock,

fire, building collapse,

water falling on service

position, voltage

fluctuation etc.

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Authority to be Contacted

ANNEXURE A

Nature of ComplaintSr.

a) No supply complaint

(Fuse blown, LT off

supply)

Supari Baug

24114242,

24161217,

24117734

List of fault control to be contacted

Ward

Fault Control Telephone

Number

Supply related

complaints

A 22066661

B 22066611

C 22087234

D

E

F/S

F/N

G/S Worli

24117753,

24117754,

24186611

Gate no. 5, 2nd floor,

Beside supervisory

control, Dadar

G/N Mahim24326611,

24326612,

24326613

Mahim Receiving,

Gokhale Road North,

Dadar, Nr. Pole no.

GRN-74

ANNEXURE B

Gr. Flr., Vidyut Bldg.,

Pathakwadi, Nr. G.T.

Hospital, Mumbai - 02

Address

a) Supply is not

available to the

service, partial area off

supply

Sr. Nature of Complaint Authority to be Contacted

1

Pathakwadi

24146683,

24146987,

24146611

Dadar

Gr. Flr.,

Transportation Engg.

Bldg., Tilak Rd., Dadar

- 14

List of System Control to be contacted

Centralized

control

Telephone

Number

Supply related

complaints

A 22085888

B 22082875

C 22067893

D

E

F/S

G/S

G/N

System Control

(South Zone)

2nd Flr., Vidyut

Bldg., Pathakwadi, Nr.

G.T. Hospital, Mumbai

- 02

1

Ward

Zonal Control

Centre

(North Zone)

24975888,

24962155,

24962133

Ambika Mill

Compound, Rakhangi

Chowk, Tulsi Pipe Rd.,

Above DBA RSS

Area off supply / HV

consumer off supply

24145888,

24144897,

24131385

2nd Flr., Gate no. 5,

Transportation Engg.

Bldg., Tilak Rd.,

Dadar - 14

Supervisory

Control (North

East / North

West Zone)

F/N

ANNEXURE C

Sr.

No. Nature of

Complaint

Authority to be Contacted

Address

List of IGRC of BEST

Sr.

No.Nature of complaint Ward

Concerned

AuthorityAddress Tel. nos. E-mail IDs

A

Asst. Adm. Manager

CC(A)

I.G.R. Cell, Customer Care (A-

Ward), BEST Undertaking, 1st

Floor, Electric House, Colaba,

Mumbai - 400 001.

22799548

[email protected]

BAsst. Adm. Manager

CC(B)

I.G.R. Cell, Customer Care (B-

Ward), BEST Undertaking, Grd.

Floor, BEST Bhavan, Colaba,

Mumbai-400 001.

22799598 [email protected]

CAsst. Adm. Manager

CC(C)

I.G.R. Cell, Customer Care (C-

Ward), BEST Undertaking, 3rd

floor Vidyut Bldg., Pathakwadi,

Mumbai-400 002.22030840

[email protected]

DAsst. Adm. Manager

CC(D)

I.G.R. Cell, Customer Care (D-

Ward), BEST Undertaking, 2nd and

3rd Floor, New Ancillary Bldg.,

Tardeo Bus Stn., R.S.Nimkar

Marg, Tardeo, Mumbai-400 008.

23092365

[email protected]

E

Asst. Adm. Manager

CC(E)

I.G.R. Cell, BEST Undertaking,

Printing Press Bldg., 2nd Floor,

Morland Rd., Mumbai Central

Depot, Mumbai 400 008.

8698946103

24121718

[email protected]

F/NAsst. Adm. Manager

CC(F/N)

I.G.R. Cell, BEST Undertaking, 6th

floor, New Anicilliary Bldg.,

Wadala Bus Depot, Opp.

Ambedkar College, Wadala,

Mumbai 400 031.

241190754

[email protected]

F/SAsst. Adm. Manager

CC(F/S)

I.G.R. Cell, BEST Undertaking, 3rd

Floor, New Ancilliary Bldg.,

Wadala Depot, Mumbai 400 031.

24190715


G/SAsst. Adm. Manager

CC(G/S)

I.G.R. Cell, BEST Undertaking, 4th

Floor, New Ancilliary Bldg.,

Wadala Depot, Mumbai 400 031.

24157277,


G/NAsst. Adm. Manager

CC(G/N)

I.G.R. Cell, BEST Undertaking, 2nd

Floor, Transporation Engineering

Bldg., Gate no. 3, Tilak Road,

Dadar, Mumbai 400 014.

24151718

[email protected]

a) High consumption,

stopped meter,

change of name /

address, refund of

security deposit,

complaint of billing

under cycle 19 etc.

b) New connections,

Additional load,

Shifting of service

cable / meter,

reconnection /

disconnection of

supply, temporary

supply etc.

ANNEXURE D

mailto:[email protected]









1 A Ward Asst. Adm.

Manager CC(A)

I.G.R. Cell, Customer Care (A-

Ward), BEST Undertaking, 1st

Floor, Electric House, Colaba,

Mumbai - 400 001.

[email protected]

2 B Ward Asst. Adm.

Manager CC(B)

I.G.R. Cell, Customer Care (B-

Ward), BEST Undertaking,

Grd. Floor, BEST Bhavan,

Colaba, Mumbai-400 001.


3 C Ward Asst. Adm.

Manager CC(C)

I.G.R. Cell, Customer Care (C-

Ward), BEST Undertaking, 3rd

floor Vidyut Bldg.,

Pathakwadi, Mumbai-400

002.


4 D Ward Asst. Adm.

Manager CC(D)

I.G.R. Cell, Customer Care (D-

Ward), BEST Undertaking, 2nd

and 3rd Floor, New Ancillary

Bldg., Tardeo Bus Stn.,

R.S.Nimkar Marg, Tardeo,

Mumbai-400 008.

[email protected]

5 HVC Asst. Adm.

Manager (HVC)

I.G.R. Cell, High Value

Consumer Dept., BEST

Undertaking, 4th Floor,

Tardeo Bus Station,

R.S.Nimkar Marg, Mumbai-

400 008.

23026696

[email protected]

6

E WardAsst. Adm.

Manager CC(E)


Printing Press Bldg., 2nd

Floor, Morland Rd., Mumbai

Central Depot, Mumbai 400

008.


7

F/N WardAsst. Adm.

Manager CC(F/N)


6th floor, New Anicilliary

Bldg., Wadala Bus Depot,

Opp. Ambedkar College,

Wadala, Mumbai 400 031. 241190754 [email protected]

8

F/S WardAsst. Adm.

Manager CC(F/S)


3rd Floor, New Ancilliary

Bldg., Wadala Depot,

Mumbai 400 031. 24190715 [email protected]

9

G/S WardAsst. Adm.

Manager CC(G/S)


4th Floor, New Ancilliary

Bldg., Wadala Depot,

Mumbai 400 031.24190728,

[email protected]

10

G/N WardAsst. Adm.

Manager CC(G/N)


2nd Floor, Transporation

Engineering Bldg., Gate no. 3,

Tilak Road, Dadar, Mumbai

400 014.


D:\CGRF 2018\Updation of website\[Inf about IGRC.xls]IGRC

E-mail ID of IGRC

Name of the

Customer Care

Ward

Address Phone No.

Information about IGRC of BEST

Sr.

No

Designation of

concerned person











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Annexure "C"

CUSTOMER CARE _____ WARD (FORM FOR CONSUMERS COMPLAINT)

Date :__________

To,

The Asst. Adm. Officer

IGR Cell, Customer Care ___ Ward,

BEST Undertaking,

Mumbai.

1) Consumer's name : ____________________________________ Tel No. _________

2) Address (Electric Supply/Correspondence)

Room No. ________ Floor No. _______ Bldg. name -______________________

Bldg. No. _________ Road - __________________ Mumbai -_____________

3) Bill No. _____________ Meter No. _____________ Nearest St. Ltg. Pole No. ______

4) Type of complaint pertaining to electric supply

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

(Attach separate sheet, if required)

Yours faithfully,

_______________

(Consumer's name in Block letters)

Encl.: 1) Electric Bill

2)

3)

4)

5)

(P.T.O.)

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: 2 :

NOMINATION :- (If the Consumer wants to nominate his representative to appear and

madesubmissions on his behalf before the BEST Undertaking the following declaration should

be submitted.)

I/We the above named Consumer hereby nominate Shri/ Smt. ______________________

who is not an Advocate and whose address is ___________________________________

________________________________________________________________________

_______________________________ is my/our REPRESENTATIVE in the proceedings and

confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us.

He/She has signed below in my presence.

_______________ ______________

(Signature of Representative) (Signature of Consumer)

Mobile No. _____________

*************

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Schedule A

APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE

Date_____________

1. NAME OF THE CONSUMER ___________________

2. FULL ADDRESS OF THE CONSUMER ___________________

PIN CODE _________________

PHONE NO. _________________

FAX NO _________________

EMAIL ID_________________

3. PARTICULARS OF CONNECTION AND CONSUMER NO.

(Please state nature of connection)

___________________________________________________________

4. DISTRIBUTION LICENSEE _________________

5. DETAILS OF THE GRIEVANCE, FACTS GIVING RISE TO THE GRIEVANCE

(If space is not sufficient please enclose separate sheet)

___________________________________________________________

___________________________________________________________

___________________________________________________________

___________________________________________________________

6. DATE OF ORIGINAL INTIMATION OF GRIEVANCE BY THE CONSUMER

TO THE DISTRIBUTION LICENSEE (INTERNAL GRIEVANCE REDRESSAL CELL)

________________________________________________________

7. REMEDY PROVIDED BY THE DISTRIBUTION LICENSEE, IF ANY

(If remedy has been provided, please enclose relevant communication from the Distribution

Licensee)

8. NATURE OF RELIEF SOUGHT FROM THE FORUM

___________________________________________________________

( Please enclose any proof to support claim, if any)

9. LIST OF DOCUMENTS ENCLOSED

(Please enclose copies of any relevant documents which support the facts giving rise to the

Grievance)

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10. DECLARATION

(a) I/ We , the consumer /s herein declare that:

(i) the information furnished herein above is true and correct; and

(ii) I/ We have not concealed or misrepresented any fact stated hereinabove and the

documents submitted herewith.

(b) The present Grievance has been intimated to the Distribution Licensee in the form and

manner and within the time frame prescribed by the Distribution Licensee and I/ We

am/are not satisfied by the remedy provided by the Distribution Licensee or no remedy

was provided within a period of two (2) months from the date of original intimation.

(c) The subject matter of the present Grievance has never been submitted to the Forum by

me/ or by any one of us or by any of the parties concerned with the subject matter to the

best of my/ our knowledge.

(d) The subject matter of my / our Grievance has not been settled through the Forum in any

previous proceedings.

(e) The subject matter of my / our Grievance has not been decided by any competent

authority/court/arbitrator, and is not pending before any such authority / court / arbitrator

.

Yours faithfully

(Signature)

(Consumer’s name in block letter)

NOMINATION – (If the consumer wants to nominate his representative to appear and make

submissions on his behalf before the Forum, the following declaration should be submitted.)

I/We the above named consumer hereby nominate Shri/Smt.________________________________,

who is not an Advocate and whose address is ____________________________________________

_________________________________________________________________________________

as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or

rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.

ACCEPTED


(Mobile)_________________

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Schedule B

REPRESENTATION BEFORE ELECTRICITY OMBUDSMAN

No. _____of year _______

Date_____________

(TO BE FILLED UP BY OFFICE)

To

The Electricity Ombudsman Maharashtra Electricity Regulatory Commission

606-608, 6th floor, Keshava Building,

Bandra-Kurla Complex, Bandra (East)

Mumbai – 400 051

Dear Sir,

SUB: please make a mention of the order of the Forum from which a representation to the

Electricity Ombudsman is being made

Details of the Grievance are as under:

1. NAME OF THE CONSUMER ___________________

2. FULL ADDRESS OF THE CONSUMER _______________________________________

PIN CODE _________________

PHONE NO. ________________

FAX NO____________________

EMAIL ID_________________

3. NAME AND FULL ADDRESS OF THE DISTRIBUTION LICENSEE, PIN CODE,

PHONE NO. / FAX NO._________________________________

4. NAME AND FULL ADDRESS OF THE FORUM, PIN CODE, PHONE NO. / FAX

NO._________________________________

5. PARTICULARS OF CONNECTION AND CONSUMER NO.

(Please state nature of connection)

___________________________________________________________

6. DATE OF SUBMISSION OF GRIEVANCE BY THE CONSUMER TO THE FORUM

________________________________________________________

(Please enclose three copies of the Grievance)

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7. SUBJECT MATTER OF THE REPRESENTATION____________________________

8. DETAILS OF THE REPRESENTATION, FACTS GIVING RISE TO THE

REPRESENTATION

(If space is not sufficient please enclose separate sheet)

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

9. Whether the consumer has received the final decision of the Forum ?

(If yes, please enclose �three copies� of the Forum�s order conveying its final decision)

10 NATURE OF RELIEF SOUGHT FROM THE ELECTRICITY OMBUDSMAN

__________________________________________________________________________

__________________________________________________________________________

(Please enclose �three copies� of documentary proof, if any, in support of your claim)

11. NATURE AND EXTENT OF MONETARY LOSS, IF ANY, CLAIMED BY THE

CONSUMER (IF ANY) BY WAY OF COMPENSATION Rs_________________

(Please enclose documentary proof, if any, to show that such loss is actual loss caused as a

direct consequence of alleged act, omission or commission of the Distribution Licensee)

12. LIST OF DOCUMENTS ENCLOSED

(Please enclose �three copies� of all the documents which support the facts giving rise to

the Representation)

13. DECLARATION

(a) I/ We , the consumer /s herein declare that:

(i) the information furnished herein above is true and correct; and

(ii) I/ We have not concealed or misrepresented any fact stated in hereinabove and the

documents submitted herewith.

(b) The subject matter of my / our representation has never been brought before the Office of

the Electricity Ombudsman by me/ or by any one of us or by any of the parties concerned

with the subject matter to the best of my/our knowledge.

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(c) The subject matter of my / our representation has not been settled through the Office of

the Electricity Ombudsman in any previous proceedings.

(d) The subject matter of the present representation has not been decided by any competent

authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.

Yours faithfully

(Signature)

(Consumer’s name in block letter )

NOMINATION – (If the consumer wants to nominate his representative to appear and make

submissions on his behalf before the Electricity Ombudsman or to the Office of the Electricity

Ombudsman, the following declaration should be submitted.)

I/We the above named consumer hereby nominate Shri/Smt _________________________________

who is not an Advocate and whose address ______________________________________________

_________________________________________________________________________________

as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or

rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.

ACCEPTED


(Mobile)_________________

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